The New York Times Company

Review: On September **, 2013 I signed up for home delivery for the NY Times newspaper but upon thinking and deciding I no longer wanted the services, I called on 9/**/13 to cancel to subscription. I was told that it was cancelled and my home delivery service would end on 9/**/13. I didn't take the name of the representative at the time but it was a male. Months past by and upon reviewing my credit card statement on December [redacted], I noticed that I'd been charged $17.75 by the NY Times. I then went back and checked my previous months statements and noticed that they'd been charging me for every month since September in the amount of $17.75. Upon noticing this, I called the NY Times and spoke with customer service regarding this matter. I started off by speaking with a representative and she tried helping me with the matter. During this conversation which lasted about 35 minutes between holding time, being put on hold, then her researching the matter. The rep did say that it showed where i'd called to cancel my service back in September but for some reason it had never been cancelled. She tried to help the best she could but then proceeded to transfer me to someone name [redacted] in the 'Problem Resolution Department'. After speaking with [redacted], she said would then go ahead and effectively cancel my service like it should have been and then also they would credit me back my credit card that was on file and charges had come out of. I specifically asked her if the refund would be for the 3 months prior that i'd been charged in error and she stated 'yes'.

Time passed by and on 12/**/13, I noticed that only $4.44 had been credited back to my card, when it should have been $53.25(3months at $17.75). I then placed a call to the NY Times again regarding this matter. The hold time in all my attempts at calling that I'm speaking about was ridiculous. Just to even get someone on the phone I would hold 20+ minutes. This is occured each and every time i've called. So, I called the NY Times on 12/**/13 to find out the status of my credit and as to why i'd only been credited back $4.44. After holding sometime, I spoke w/ a customer service rep about the matter. Again she researched the matter, but this time she was telling me that I would only be credited back 2 weeks. I told her that was incorrect and why is that since I'd cancelled service back in September and was being charged all these months. She then put my on hold, I assume to research somemore, then she came back and said she did show that I called back in September to cancel and wasn't sure how to handle the matter. She attempted to get someone from the 'Problem Resolution Dept' on the phone to speak with me but have so long stated she would have [redacted] call me back since she was the person I'd originally spoke to about this back on 12/**/13. The rep stated I would get a call back the same day in which I did not and never did till this day(1/14/14). So, called back the next day and asked to speak with a supervisor this time. I still ended up being transferred to someone in the 'Problem Resolution Dept'. After speaking with her she too stated that she showed I cancelled in September and didn't understand why it never was cancelled. She guaranteed that she would get the matter straigtened out and that I would be credited back $48.81 since my card had already been credited back $4.44. She stated she would make a note for it to be taken care of as soon as possible, since this had already been an ongoing problem. As I write this complaint today 1/**/14, I still have not been credited back anything else to my credit card. I tried calling today AGAIN, but was on hold for 21 minutes and decided to hang up the call.Desired Settlement: All I want is for my card to be credited back what was took from me in error and I'm not sure why this process have been so difficult to resolve. It has been a great incovenience for me and to sit and hold for over 20+ minutes to be told something would be resolved that wasn't my fault and then it's never taken care of is unacceptable. I would like to get this matter taken care of as soon as possible, so I can no longer have to deal with the NY Times.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Acct#: [redacted]

Please be advised that this complaint was resolved as of 1/**/14. We have refunded an additional $48.81 back to the credit card on file and informed [redacted] of the resolution, via email and voicemail.

Best Regards,

Review: I was on promotional offer till July 2014. My promotional offer ended and for August 2014 I was charged normal rates of USD 16.95 per month. Since the rates increased I called up NYTimes.com customer service in September 2014 to cancel my subscription. Since NYTimes didn't want to let go their customer, I was convinced to take promotional offer of $8.5 per month (approx) and was told that my promotional subscription would last for one year going forward. However, NYTimes dis abandoned my promotional offer in few months and I was charged $12.71 in February 2015 and $19.21 for March 2015. There has been no written communication offered from NYTimes in regards to discontinuing my promotional service. No email no mail communication was done from NYTimes. When I called them up to explain my problem, it took them almost 45 minutes to understand the issue. And, at the end my issues still remained unresolved and they offered to discontinue my service.Desired Settlement: Credit extra charges that I have been charged from Dec 2014 - March 2015.

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted]

[redacted] Please be advised that this complaint was resolved as of 3/**/15. We have agreed to issue a 1 month refund. The customer was informed of the resolution and is satisfied with the outcome. Best Regards, [redacted] Customer Care Advocate [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: During the week of January **, 2014, I accepted an online offer from the New York Times Digital service for digital delivery of their newspaper at cost of $.99 for one month. The ad said "you will be billed $.99" and I provided my Visa credit card for this billing. By the following Sunday, Jaunary [redacted]I had received nothing....no online newspaper, no "welcome to the New York Times"....nothing, but my credit card had been billed $20.00 instead of $.99. I called and after a tedious half hour on the phone with a NYT service representative, he determined that the digital newspaper had been sent to the wrong email address and promised to correct the address, issue a credit to my card for $20.00 and provide me with a 3 month instead of 1 month trial digital subscription for a $.99 charge for the 3 months. By yesterday,February **, I had received nothing and the original and erroneous $20.00 charge was still on my credit card. I called customer service again and after a lengthy wait while the person searched for my records, I was told that the cancellation of the original order which was sent to the wrong email address was completed but that I would receive "No refund on my credit card because I had not cancelled the subscription within 3 days of the order and part of the deal (which I never saw in the ad) was that I would be billed not only $.99 for the trial but $20.00 for the first month's regular subscription. When I tried to explain to this person that I never got anything due to the mailing mistake and I shouldn't be charged for something I never got, I was told "that was policy and there was nothing he could do." I demanded to speak to a billing [redacted] and was connected with "[redacted] in Davenport, Iowa." [redacted] listened politely to my story and said she would take care of everything and that I should not be charged for something I never got. At one point during a conversation with her that lasted 20 minutes or so, she put me on hold and then came back to say she had entered data into her computer in the wrong order, the computer program would not allow her to go back to make the correction and she should have to wait until the morning to redo the refund of the $20.00 credit card charge. She asked for a phone number and I gave her my cell phone number which has been close to me all day. She PROMISED to call me back today to give me the refund information and some information about other digital discount offers on trial subscriptions "better than the one you had". It is now 4:50PM Central Time and I have heard nothing from Linda. I guess your service reps are taught to promise results to customers and then not deliver. This has happened to me twice now.Desired Settlement: I want the $20.00 charge for which I got nothing credited to my Visa Card immediately. I want my name, address , phone number, and email address deleted from New York Times records immediately since I will NEVER consider reading or subscribing to the New York Times again and I do not wish to be contacted by the sales department ever again.

I think the New York Times should be very much ashamed of themselves.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order for a Christmas present (a personalized item) on 11/**. The order shipped on 11/**and was shipped via FedEx. The tracking information stated the shipment was delivered on 11/**and left at my door as no signature was required. As this date was just before the Thanksgiving holiday, I was out of town from the **of Nov until Sun, Dec **. When I arrived home on that evening, there was not any shipments left at my door, nor a note saying the shipment had been left at my leasing office which is the norm for package delivery. I contacted FedEx on Dec **and they stated they would put a trace agent on the shipment and get back to me. I received 2 more calls from FedEx on that same day stating the same thing. On Dec **I contacted the NY Times Store to make them aware of the situation. I was told they were also going to contact FedEx. On Dec **after not hearing back from Fed Ex I called again where I was told the trace agent had determined the driver had left the shipment at the appropriate address and that if the NY Times Store wanted to file a claim they could, but that FedEx would not deal with me directly regarding the shipment. On the same day I attempted to call The NY Times Store and received a busy signal each time I called. On Dec **I contacted The NY Times again in the AM and asked for an update. I was told a supervisor would call me back. By 4:30pm I had not yet received a call and called The NY Times Store again. I was told the supervisor had not called me back because they were waiting to hear about the trace agent. I informed them what FedEx had told me before on the 6th that FedEx would not deal with me but only the shipper. I was told by The NY Times on this date, Dec **, hey would go ahead and re-ship my order to me and file a claim with FedEx. I was told to check my email as I would be notified when the shipment went out. Today is Dec **and I have yet to receive a shipment notification or any further contact from The NY Times Store.

Product_Or_Service: History of St. Louis Baseball

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like The NY Times Store to send me a replacement immediately! This product was a Christmas present I would still like to give to the recipient.

Business

Response:

Dear Mediator,

Re: Complaint # [redacted]

Customer Information:

Please be advised that this complaint was resolved as of 12/*/13. Upon receipt of this complaint, we reached out to the management team at the NYT Store and was assured that they will look into the matter right away.

Best Regards,

Review: I called three times to get a digital subscription canceled and they keep billing me and will not issue a credit. The last time I spoke with a supervisor who kept me on hold for 20 mins and then stated she could only reverse the last $15 charge. The rest of the charges were my problem even if I called as they don't show a record of the calls. I got this supervisor name -- [redacted] Employee number [redacted]. I did not get the other names as I thought the NY Times was an established business and would have better customer service.Desired Settlement: I want all charges reversed from the time I stopped using the service.

Business

Response:

Please be advised that this complaint was resolved as of 12/*/13. We have processed a refund in the amount of $90 and informed [redacted] of the resolution and asked that she contact us directly with any further questions.

Best Regards,

Review: In January 2013 I purchase an offer that stated that you could get the New York Times Digital suscription for one month and only paying 0.99 cents, during the process of the purchase they never disclosed that they were going to charge me on my credit card 35 dollars each month, I asked them for a reimbursement and they said they do not make reimbursement on digital suscription, but they could never proved that they told me when I purchased that informed me about the monthly charges, this is misleading and a dishonest way to do business, if I would know they were goign to charge me this I would never ever buy this promotion, I want the reimbursement of these charges, thank you and regards.Desired Settlement: 35 US times 8= 280 US reimburse in my credit card

Business

Response:

[redacted]

[redacted]m

>

> Dear [redacted],

>

> From my understanding, you are requesting a refund for the digital subscription that you signed up for on 01/**/13. I tried calling you at the number provide to us but it was disconnected. We cannot provide a refund on the digital account per our terms of service. The Account was cancelled on 09/**/13. Please refer to our Terms of Sale (available at [redacted]) for a more detailed description of our billing policies.

>

> If there is anything else we can do to help you, please e-mail us at [redacted] or call us at ###-###-#### from 5 AM to 12 AM EST Monday-Friday and 5 AM to 5 PM Saturday & Sunday EST.

>

> Your satisfaction is very important to us because we appreciate your business. We would be happy to help you with any questions or concerns in the future.

>

> Sincerely,

> ESC/Hot Complaints

> The New York Times

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Find attached a copy of the billing summary you sent me when I purchase the promotion, why you did NOT disclose or write in the order summary that you were going to charge me every month 35 dollars, you NEVER disclose at the time of purchase that you were going to charge me every month, regards!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Hello,

I have contacted the NY times digital about four times to resolve a billing issue. I applied to NYT digital for a student subscription. For some reason I found that not only had I not been getting the student rate, but that they had been billing me the full rate on two separate credit cards. I believe at one point I had changed credit card numbers because one was expired but they kept billing it. I have sent several emails and called several times. I have supplied my credit card numbers for verification and I cancelled my account. No one seems willing to resolve my issues.Desired Settlement: I would like for them to refund me for the double billing and adjust my refund to reflect the student rate I should have been getting in the first place.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account#: [redacted]

Please be advised that we consider this complaint resolved as of 10/**/13. We are unable to locate a duplicate account or the charges in question and have made several attempts to reach the customer, via telephone and email, but haven’t heard back from her. [redacted] can contact us directly so we can investigate further to resolve the issue.

Best Regards,

Customer Care Advocate

Review: I subscribed to the New York Times Home Delivery service for the Sunday paper only back on December [redacted], 2012. I signed up as a direct billing customer and they promptly started billing me. The have NEVER provided a single physical paper to my apartment, not once in the entire time. That's 4 missed papers a month for 8+ months. I called and reported this problem multiple times, I emailed and reported it multiple times. I also emailed them and asked them to cancel my subscription but they refused to do that. They never got back to me follow up on why the papers were not being delivered, no matter how many times I asked them to. After they took money from my account in January they stopped directly billing me (it seems) and started sending me confusing statements as if I owed them money, This made no sense since I'm direct billed. Recently they cancelled my account for non-payment and now they are harassing me to pay an outstanding balance of $58.55, even though they never provided the service that I contracted for. They are refusing to do anything other than credit me for 2 months of the time- so they are asking me to pay more money, in addition to the $20.40 that they already took from my bank account. The are rude and unhelpful on the phone and keep telling me that is the most that they can do for me. I do not believe this is true.Desired Settlement: I would like the $20.40 that they took from my account, refunded to me, and for the debt of $58.55 to be waived. I would like them to also call off the debt collectors they have now instructed to chase me. Any help you can provide would be appreciated. I will happily provide copies of the emails that I have sent them and received back.

Business

Response:

Dear [redacted],

New York Times Account#: [redacted]

Please be advised that this complaint was resolved as of 10/**/13. We have processed a refund for $20.40 and removed the $58.55 balance on the account. A voicemail message was left for [redacted] informing her of the resolution and asked that she contact us directly with any further question.

Best Regards,

Customer Care Advocate

Review: I accepted a subscription offer for a digital nyt subscription; 2 months at €1, thereafter 50% off regular subscrition fees. When I contacted them by email to cancel the subscription before date charge for the paid subsription would take place, they stated that an additional phone call was neccesary before cancellation could be made.

They stated that I needed to call them and, Since I am an international subscriber, provided calling instructions using [redacted] direct call serice, so call would be charged to them. I tried this and [redacted] told me this call wouldn't be free. I provided them with my phone number, so they could call me, but I didn't hear from them. I have been charged twice for a subscription I didn't want, and finally I was able to reach them by [redacted] on 9-**-15. I told them that I had cancelled by subscription in june, and want to make sure I wouldn't get charged anymore, and that I expected to be refunded for the amount they charged me in August and September.

I spoke to 2 customer representatives, and the call lasted a total of 35 minutes. They admitted that they received my cancallation request, but denied any resposibility for charging me twice for a subscription I already cancelled, stating since they didn't know my phone#, they couldn't call me. When I asked to be refunded, they simply said that thy do not provide "digital refunds".Desired Settlement: that I will get refunded for 2x €11,00; since I was twice charge for a subscription I already cancelled.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am not receiving my daily New York Times newspaper. In May 2015, there have been 22 missed deliveries (twenty two!!). I received my paper only 6 times, and one of those deliveries was at 6 pm.

I have called the 1-800 customer service line 12 different times, and I've emailed more than 6 times. All of the responses have been very "canned," and I'm still not getting my daily paper. Today when I spoke with the New York Times, [redacted], the woman I spoke with, said a supervisor would call me back. It's now 7 pm, and I haven't heard from a supervisor, and I haven't received a newspaper.Desired Settlement: I want to receive daily delivery of the newspaper that I have paid for. (They continue refunding the missed deliveries, but I want a delivery more than I want a refund!!!)

Business

Response:

Please be advised that this complaint was resolved as of 6/*/15. Our circulation manager was informed of the issue and is in contact with the distributor and [redacted] to make sure the paper is delivered correctly moving forward.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[This complaint has not been resolved. I received only two newspapers (only two!) before delivery stopped again. Yes, you contacted me, and you assured me that you have taken care of this, but until I receive my New York Times for 7 consecutive days, I don't think you can close this complaint. I am paying for daily delivery of the New York Times, and since May [redacted], I have received only 8 papers! I am very very unhappy.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted], Re: Complaint # [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] New York Times Account# - [redacted] Please be advised that this complaint was resolved as of 6/**/15. Our circulation manager is in contact with the customer and has confirmed that the delivery is fine now. We will also continue to monitor the delivery. Best Regards, [redacted] Customer Care Advocate The New York Times § [redacted] § [redacted] (T) ###-###-#### § (F) ###-###-#### [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have tried to cancel my subscription to the New York Times now for over 4 months. On February * my subscription went up in price so I decided to cancel. My first cancellation call was made on February **, 2015. I kept receiving newspapers. So I called again February **, cancellation #[redacted]. I received a bill for the balance of our subscription, even though they delivered newspapers for longer than I wanted, I paid the bill. Last week, the week of June *, 2015 my credit card was charged for a monthly subscription! Called again to complain, get a refund and cancel! NYT said OK, cancelled and we will issue a credit card refund.Desired Settlement: I would like to stop being billed by the New York Times.

Business

Response:

Re: Complaint # [redacted] Customer Information: [redacted]

The New York Times Account#: [redacted] Please be advised that this complaint was resolved as of 6/**/15. We have cancelled the account and in the process of refunding $27.08. An email was sent to [redacted] informing her of her of the resolution and asked to contact us directly with any further questions. Best Regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The company sold me an introductory subscription but would not allow me to cancel. Now I have been billed $15 for another month of service that I do not want and will not use, but they refuse to refund the amount.Desired Settlement: I want the amount billed to be refunded and would like to see their unnecessarily complicated cancelation process reviewed so other consumers won't fall prey.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: For the last 6 weeks, I have been struggling to get my paper delivered. At first the paper was delivered intermittently, about 3 days of my 6 day subscription (M-S). At first, every time this happened, I went through the same routine: call the NYT subscription delivery number, go through the menu, push the button for "not delivered." This had no effect. Soon, I started talking to a representative. Every time, they apologized and said they will correct it. Sometimes they would look at the record and explain that on one day, it was bad weather, on another there was "police activity" at the delivery location, another time they forgot. The excuse list was endless. Then they would promise a later delivery, by, say 1pm. The paper never came. Sometimes, the paper would show up the next day, but the day after it did not. I'd call again, get the same response. I was soon getting the paper about 2 times per week. Next stage, I asked to escalate the problem and they put me on hold and sent me to the next level. That person was also sympathetic, and they typically say they will contact the delivery "[redacted]." No results. Next phase: they say they will contact the "regional [redacted]." Zero results. Soon the paper started coming about once a week. With mounting frustration, they made and broke promise after promise. They started saying, "Would you like one of our supervisors to call you?" And what a surprise, no one ever called me. At this point, the paper simply doesn't come at all anymore. I'm exhausted. I dutifully report via phone every morning that I didn't get my paper and nothing changes. I have now found out that this is an enormous problem and there are scores of complaints. This is really shameful, unexplainable by a company of international stature, that they can't even seem to deliver the paper. I've told them over and over just to switch distributors, but their customer service is completely worthless. This needs to be fixed, now.Desired Settlement: I want my New York Times delivered every day, Monday - Saturday. Period.

Business

Response:

Please be advised that this complaint was resolved as of 6/**/14. The paper was hand delivered to [redacted] by a supervisor from the distribution center. We have also received assurance that the delivery will be closely monitored moving forward.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, it took 6 weeks of confusion and inactivity on the part of The New York Times to connect me to said distributor so that we could resolve the problem ourselves.

Sincerely,

Review: I had been a NY Times subscriber for several years. My Friday-Sunday subscription came up for renewal around 6/2013. I sent a renewal card but when the delivery of papers stopped I contacted the

Times myself. I was dealing with a number of sales reps and when I alerted them a renwal form had already been sent they went ahead and they tried to fix the non-delivery by updating my account over the phone and set up a recurring payment on my American Express.

On 2/**/2014 I was alerted to a problem with my subscription when I received two copies of the Sunday Times and when I called the Times Home Delivery number to alert them of the problem, I learned that that there in fact were TWO accounts "associated with" my home address.

Yes, the Times has been double-billing me since last year for two copies of the Friday-Sunday edition, which I never ordered as two individual deliveries, and on top of that, they have no proof that they have delivered the Times twice to my address until 2/**/14 when I was first alerted to the problem!

On 2/**/14 I contacted Home Delivery again via email to report billing problems. The NY Times Delivery representative transferred my call to his [redacted] who gave me a credit card refund ON THE SPOT for $51.88 as he said that is the maximum he was allowed to refund me. I requested a complete cancellation of all services at the time.

Since 2/**/14 when I cancelled delivery, the Times continues to bill me to both accounts associated with my home address, despite the fact that (1) services were cancelled on 2/**/14 and (2) products which I had never subscribed to in the first place were never delivered to my address. Meantime, they have compounded charges upon charges to the tune of $101.15 charges for one account and $293.10 for the second non-delivered account. In the meantime, Account #1 has progressively increased from a previous balance of $10.36 to $163.39 after erroneous charges totaling $101.15 were added. Meanwhile, Account #2 has seen new charges of $293.10 added to a a previous balance of $142.68 CR and my new balance is $150.42.

When I attmpeted to resolve the issues via contacts with the Times I was told repeatedly that "the system is down" or they can't access my account. FINALLY on 4/*/14 a representative told me that "IT IS THE CUSTOMER'S RESPONSIBILITY to notify us in a timely manner of any non-deliveries or billing issues and since it was eight months after the billing issues then we would not be able to reverse the balance."Desired Settlement: I would like to be refunded for eight months' worth of non-delivered products on an account I never subscribed to. If that is not possible I want to see them give me a subscription equivalent to the amounts I already have paid for. I enjoyed getting the Times, I just never expected this would be the payback for years of dedicated customer loyalty.

Business

Response:

Re: Complaint # [redacted]

Customer Information:

Daytime Phone: ###-###-####

Evening Phone: ###-###-####

Fax: ###-###-####

E-mail: [redacted]

New York Times Account# [redacted]

Please be advised that this complaint was resolved as of 4/**/14. The duplicate account ([redacted]) was stopped and a full refund of the payments received was processed. An email was send and voicemail message left for [redacted] informing him of the resolution and to contact us directly with any further questions.

Best Regards,

(T) ###-###-#### § (F) ###-###-####

Consumer

Response:

1. After several personnel @ NYT Customercare have consistently failed to hear out my concerns and/or acknowledge cause of charges for non-delivered services and goods, [redacted] @ NYT Executive Service Desk * finally * acknowledged in her letter of 4/**/14 that Acct. [redacted] was a duplicate account. (Finally, after weeks-months of this ordeal someone saw the second account for what it was, a duplicate account!) She incidentally mentioned that original account [redacted] “was also active” and advised that there was a balance of $10.36 due for the last billing cycle 2/**-2/**/14. No where in my NYT statements for the last few months is this fact reflected. Instead, I see a confusing number of bogus charges that do not make sense. My account was paid up save for $10.36. The duplicate account should never have been charged as goods and/or services were never delivered in the first place. Please see attached letter

2. My reply to [redacted] via certified mail on 4/** included check #[redacted] for $10.36 due on the active original account for the 6 day period 2/** - 2/**/14. Please see attached letter.

3. NYT claims to have delivered a settlement response on 4/** both by mail and phone messages . To date, I have not come upon any offer of settlement either at my virtual or home mailbox or voice mail at my home number [redacted]. Perhaps the NYT would be kind enough to redeliver said settlement offer via this medium.

Sincerely,

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

New York Times Account# [redacted]

Please be advised that we consider this matter completely resolved as of 6/**/14. We have spoken to and emailed [redacted] confirmation that a full refund was issued for the “duplicate account#[redacted]” and explained/informed him of the $163.39 due on account#[redacted]. He was asked to contact us directly with any further questions.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Furthermore, I am satisfied that NY Times refunded me for fees paid towards a duplicate account.

I appreciate your organization's efforts in settling this matter.

Sincerely,

Review: A few months ago, I signed up for a one month on-line trial of the New York Times for a stated cost of 99 cents for the month. I never received my subscription but was almost immediately billed for $20.00 on my credit card. After two very lengthy calls to The New York Times customer service department, I was assured that the $20.00 would be credited to my [redacted] account and that the subscription would be canceled. Well, after about three weeks none of these things had been done so I appealed to Revdex.com and got resolution of the matter within a few days. I sent Revdex.com a thank you note of appreciation.

Last week I received an email from The New York Times advising me to click on a provided link to view "all of the benefits I could receive with my new subscription." I immediately sent a return email saying I did not want a subscription, did not order one, and wanted my name and email address deleted from their records. I received no reply but today received another identical email and found that my [redacted] account had once again been charged for $20.00.

I think this is outrageous! After my first experience with them, I told their representative that I wanted NOTHING to do with them, ever! Now I have another $20.00 charge slapped on my [redacted] account. The date is March **, 2014. I did not order this, do not want it, and want my money credited back to my [redacted] account. Further, I want assurances from The New York Times that this harassment will stop. They are to delete my name, address, email address, and credit card information from their records immediately so that I never have to go through this again. Please help me.

Thank you. [redacted]

This is a follow-up to my complaint #[redacted].

I just checked back statements for my [redacted] Credit Card and The New York

Times also put a $20.00 Charge on my credit card on 2/**/2014 in

addition to the $20.00 charge on 3/**that I wrote about. I am unable

to check my January statement to see if I was charged then due to Adobe

malfunctions this evening. I will do so tomorrow. In any case, I am

now out $40.00 for something I didn't want and never ordered.

Thank you, [redacted]Desired Settlement: The New York Times is never to contact me again or use my Name, Address, Phone Number, Email address or Credit Card Information for any purpose whatsoever.

The New York Times will refund ALL charges they have billed to my credit

card and remove my personal and credit information from their lists. I

never want them to contact me again.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Dear [redacted],

I received an email from The New York Times regarding this complaint on April **. In addition, my [redacted] account shows that they refunded the unauthorized charges from them (two $20.00 charges and one 99 cent charge, $40.99 in total) There was, however, no promise not to contact me again or open another account . For that reason, I have arranged for my credit card company to block them from putting any future charges on my account for any reason.

Thank you for all of your help with this problem. I am still just amazed that a company with the reputation of The New York Times would do something like this. Even though they said they canceled the account a few months ago when I had the first problem, they left me a phone mail message saying they never did. I hope this problem is settled. You have done your best but I have little faith that The New York Times will do everything it is supposed to do.

Sincerely,

Review: A gift purchase was done online in December 2013. It was a late night special for both home and digital subs of NY Times for 6 months at a cost of $45. No account number was sent to me or my son for whom this purchase was made. I never gave that order a thought because to me the newspaper was trustworthy. The problem started when by Jan. **, 2014, my son still did not get home or digital subs. Customer care told me that I only bought digital for $45. That is not true because there were other ads for digital subs at $.99 per week for 6 months which was not what I wanted. They could not find an account for me or for my son but my credit card was charged $45. No one has been able to tell me how they take the money but don't enter data for the subscriptions. I have called and emailed with no resolution. Each time they repeat the same thing...."we cannot find an account for you or your son."I don't want to pursue this any further. I simply want to cancel all subscriptions and they refund $45 to me. I have sent numerous emails with delivery info regarding my son. I also included my home info so that they could refund my money. Still no success.Desired Settlement: I want to cancel all subscriptions and $45 refunded to me.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

Please be advised that this complaint was resolved as of 1/**/14. We were able to locate the account and refunded $45 back to the credit card on file. [redacted]was contacted and informed of the resolution.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Although, I am still waiting for the refund to be returned to my credit card.

Sincerely,

Review: I received a Holiday gift subscription to the New York Times. After activation on 12/**/2013, it was clear this was not the intended product for purchase. I immediately requested a refund the same day. On 12/**/2013, I received the following email:

RE: Re: Subscriber Refund: Redemption code: [redacted] Dear [redacted],

Thank you for contacting NYTimes.

We appreciate the time you took to write. We value your readership and welcome any feedback. We do not have a refund for digital gift subscriptions. They are redeemed and active.

If there is anything else we would be happy to help you, please e-mail us at [email protected] or call us at 1-800-NYTIMES (###-###-####) from 5 a.m. to midnight Monday-Friday and 5 a.m. to 5 p.m. Saturday & Sunday (ET).

Your satisfaction is very important to us and we appreciate your business.

Sincerely,

Online Customer Care

The New York Times

www.nytimes.com/help

This is unacceptable. I would like a refund.Desired Settlement: I would like a refund.

Business

Response:

Dear [redacted],

Re: Complaint # [redacted]

Customer Information:

E-mail: [redacted]

Please be advised that this complaint was resolved as of 12/**/13. Per our policy, Gift subscriptions are nonrefundable. However, we have made an exception in this case and added a $45 credit to [redacted]’s home delivery account and asked that he contact us directly with any further questions.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Subscription to New York Times was cancelled on or about June *, 2014 due to delivery issues. To be specific, delivery was missed one day/week for several weeks, followed by a week with 3 misses, followed by a week of no delivery whatsoever.

They continue to bill me for $23.80 for the month of June for which subscription was cancelled. I should note that the $23.80* represents the amount of one month's subscription less a credit for missed papers. So, not only do they continue to bill me for a month that I did not receive service, I did not get a refund for missed deliveries. Monthly rate is around $34.00. So, the credit they gave me was deducted from a period where I had no service.

I have had numerous email correspondence re this matter, without success. They continued to bill my credit card (Discover) until I contacted Discover to refuse the charges.

It is now mid September and they continue to bill me for $23.80 when no service was rendered.Desired Settlement: Full credit for the charges remaining on my account, and a refund for the missed papers.

Business

Response:

[redacted]

Please be advised that this complaint was resolved as of 9/**/14. We have removed the $23.80 to reflect a “0” balance. [redacted] was informed of the resolution by voicemail and email and asked to contact us directly with any further questions. We also offered a promotional discount to restart the subscription.

Best Regards,

Oswald Ramsammy

Review: The last paper received was on 4/**/15. I called and cancelled service after 2 weeks of not receiving a paper. The customer service representative told me it was cancelled. When checking my online profile on the website, my service has not been cancelled. The representative did not honor the verbal instruction. There is no way to cancel service online and I received another invoice in the mail today billing me through 6/**/15.Desired Settlement: I want my service cancelled and my debt removed. I do not want this service. I do not want to pay for papers I did not receive.

Consumer

Response:

I have been contacted by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had the NY times online digital subscripiton for a free 12-week trial. However, I was charged for an additional three months after requesting a cancellation. I finally cancelled the service a few days ago, but neglected to fully refund the last three months.Desired Settlement: $35.00 x 3 months for user [redacted], total of $105.00

Business

Response:

Dear Mediator, Re: Complaint [redacted]Customer Information: [redacted]

[redacted]E-mail: [redacted]Please be advised that this complaint was resolved as of 1/**/15. There is no record of a cancellation request in our system prior to the customer’s email on 1/**/15. We have reached out to the customer, via phone and email, explaining our terms of agreement and non-refundable policy. This information was made available at the time of purchase. The customer was advised that they would be charged the regular rate after the introductory period, and to inform us in a timely manner if they wish to cancel the subscription. Best Regards, [redacted]